How social media turned United's PR flub into a firestorm
A passenger of a United Airlines flight after he was forcibly removed from his seat by security officers (Screen cap).

By Anjana Susarla, Associate Professor of Information Systems, Michigan State University. Recent PR stumbles by United Airlines and Uber illustrate the challenges for businesses in an age when citizen activism is amplified by social media. Incidents that not so long ago would have been relatively isolated are inflaming public sentiment at a breathtaking pace, catching companies…